This document discusses the evolution of the Indian railway ticketing system from a manual process to a computerized and online system. It describes the key stages in this evolution from the 1980s to present day, including the introduction of self-printing ticketing machines, networking solutions, credit card payments, websites, SMS tickets, mobile apps and more. It also discusses how Indian Railways has changed its marketing strategies, applying the 4 C's (customer, communication, convenience, cost) rather than the traditional 4 P's. This includes services provided, pricing strategies, improved booking options, and promotional activities to better communicate with customers.

1. ANUBHI RAIKWAR
MBA MARKETING
IPER , BHOPAL

2. CONTENT
• Evolution of Indian Railway Ticketing System
• Changing marketing strategies-
Services
Price
Place
Promotion

3. HOW INDIAN RAILWAY
TICKETING SYSTEM EVOLVED -
TURNED A COMPLAINING CUSTOMER TO A PROUD CUSTOMER
MANNUAL COMPUTERISED
WEB
SYSTEM

4. • Till 1985-
• Tickets issued manually
• and stand-alone computerized ticketing and reservation
• 1990-
• First self printing ticketing machine (SPTM) introduced in Delhi
• CONCERT developed by CRIS is a total networking solution to Indian
railways passenger reservation system
• 1993-
• AC3 Tier coaches & sleeper class introduced apart from second class
• 1999-
• Credit cards accepted for booking tickets & reservations
150 years of continuous up-gradation

5. Continue….
• 2000-
• Indian railways website was developed
• 2001-
• IVRS for telephonic enquiries about trains were introduced
• 2002-
• Online train reservation and ticketing over internet
• 2005-
• IRCTC introduced e-ticketing for Indian railways
• Thereafter ticketing by SMS
• 2014-
• Next gen e-ticketing system

6. CHANGING MARKETING
STRATEGIES

7. CONVERTING 4Ps INTO
4Cs
SERVICE
PRICE
PLACE
PROMOTION
CUSTOMER
COMMUNICATION
CUSTOMER
CONVENIENCE
CUSTOMER COST
CUSTOMER
SOLUTION

8. SERVICES
THAT SOLVE CUSTOMER PROBLEMS

9. SERVICES PROVIDED BY IRTS
• Automatic Ticket Vending Machines (ATVM)
• Reservation/Booking and refund of tickets
• Catering Services
• Public Grievances Redressal

10. Continue..
• SMS Services
• Mobile Ticketing Services
• Android app to book unreserved tickets

11. • Wi-Fi Services

12. • Facilities for Disabled/ Senior Citizens at Railway Stations- battery cars and
escalators

13. PRICING STRATEGIES

14. Statistics 2015-
• Dec 2015 Railways hikes fare for children from 5-12 years
• Indian Railways announced a hike in the Tatkal charges from December 25, 2015
• Increase in booking charges:
• 175- 200 for sleeper class
• Maximum 350-400 forAC-3
• Minimum 250-300 for AC-3
• Minimum 300-400 for AC-2
• Maximum 400-500 for AC-2

15. PLACE
THAT PROVIDES CONVENIENCE TO CUTOMERS

16. TRADITIONAL METHOD:
Booking ticket at a reservation counter:
 Counters open from 8 am to 8 pm (Monday to Saturday)
 On Sundays from 8 am to 2 pm.

17. MODERN WAYS OF BOOKING TICKET:
Booking Through IRCTC
( Indian Railway Catering and Tourism Corporation Limited)

18. Booking through Mobile Apps for Android :
Example :“UTS”

19. Booking through SMS from mobile phones:

20. PROMOTION STRATEGIES
BETTER COMMUNICATIONS WITH CUSTOMERS

21. ISSUED IN 1953
The stamp recalls a century of
progress of the Indian
Railways.
INDIAN RAILWAY CENTENARY

22. Issued in 1993 - Steam
locomotives
Commemorative postage stamps
on Mountain Locomotives
100p : Neral – Matheran
Railway
600p : Darjeeling – Himalayan
Railway
800p : Nilgiri Mountain Railway
1100p : Kalka – Shimla Railway

23. INDIAN RAILWAY CENTENARY

24. 1998-coupon validating machines (CVM)
introduced in Mumbai

25. IR LOGO ON STATION AND
BHOLU –IR MASCOT PROJECTING BIG AND
FRIENDLY IMAGE FOR INDIAN RAILWAYS
(2003)

26. 2011-Rail Bandhu-Indian Railways launched
magazine for train passengers
• First ever publication from Indian Railways
• Monthly magazine
• Distributed free of cost in all the premium trains
• For passengers of trains such as the Shatabdi and
the Rajdhani Express.
• Includes news, railway events and features and
stories that promote tourism in the country

27. INSTRUCTIONS TO THE PASSENGERS

28. INDIAN RAILWAY LOGO ON
SERVICES PROVIDED

29. THANKYOU